Kerry is a vice president and principal analyst in Forrester’s customer experience research practice and the coauthor of Forrester’s latest book, Outside In: The Power of Putting Customers at the Center of Your Business.
In her keynote session “From User Experience to Customer Experience”, Kerry will explore the Age of the Customer — an era where a focus on customers matters more than any other strategic business imperative. With this shift, the business discipline of customer experience (CX) has emerged. There are very real and beneficial connections between CX and user experience (UX) – however, there’s been little to no convergence to date.
Few people in the CX space talk about (let alone understand) UX, and the UX world seems largely disinterested in non-digital touchpoints. UX professionals are poised to flourish in the age of the customer. But customer experience is charging ahead — with or without you — and to succeed you’ll need to align your work with broader CX initiatives.
Kerry’s research, analysis, and opinions appear frequently on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age. She also contributes a regular column to Touchpoint, the journal published by the Service Design Network. An accomplished and frequently requested speaker, Kerry has keynoted major conferences on customer experience, design, and marketing around the globe.